Senior Escalation Engineer

NASCENT Technology•Charlotte, NC

About The Position

We are seeking an experienced Senior Applications Support Escalation Engineer to join our team and play a critical role in enhancing the support of in-house developed cutting-edge logistics solutions. This role requires a deep understanding of containerized solutions, backend development using Go-Lang, frontend technologies such as React.js, and a solid foundation in Microsoft .NET, SQL, Linux, and cloud-based architectures like AWS and Azure. While this is not a developer position, you will bridge the gap between support and development, providing expertise in diagnosing and resolving complex issues and providing best in class support for customer issues.

Requirements

Bachelor’s degree in Computer Science, Information Technology, or a related field (or equivalent experience).
5+ years in application support or a similar role, with at least 2 years in an escalation capacity.
Proficient in Go-Lang backend development and React.js for front-end applications.
Advanced skills in SQL for database troubleshooting and optimization.
Expertise in Linux administration and troubleshooting.
Experience with containerized solutions (e.g., Docker, Kubernetes).
Familiarity with cloud platforms like AWS and Azure, including deployment and support of applications in a cloud-based environment.
Strong analytical and debugging skills with a focus on application support.
Excellent verbal and written communication skills and fluent in English, with the ability to simplify complex technical information for various audiences.
Demonstrated leadership capabilities, especially in mentoring & training team members.
Experience with CI/CD pipelines and DevOps practices.
Familiar with VB .NET and C#.

Nice To Haves

Background in rail or marine terminal operations.
Familiarity with monitoring tools like Prometheus, Grafana, or Splunk.
Knowledge of network troubleshooting in a distributed application environment.

Responsibilities

3rd level contact & escalation point for all customer reported issues with Lynxis solutions.
Diagnose, troubleshoot, and resolve complex application problems by reviewing code and identifying ways to reproduce and address issues.
Mentor other team members, providing guidance, training, and technical expertise to enhance their capabilities
Collaborate with team members and developers to escalate unresolved issues, ensuring timely and effective resolution.
Analyze logs and data to identify trends, root causes, and potential improvements
Review, approve and maintain knowledge base documentation on recurring issues, troubleshooting steps, resolutions, and best practices for self-service support.
Occasionally participate in Development team code reviews and solutions being deployed.
Ensure uptime & performance of Lynxis developed systems & connected hardware, including containerized environments and implement solutions to monitor and alert.
Stay updated on industry best practices and advancements, particularly within the logistics industry.
Supports next generation applications written in Go-Lang and React.js.
Supports legacy applications written in VB .NET and C#.